Merry Jaine Loberiano
Inside Sales
Kuala Lumpur
Summary
Business Development Representative generating and qualifying sales opportunities through inbound response, outbound outreach, and needs-based discovery. Moves prospects toward next-step meetings by pairing lead qualification with product education and timely follow-up in CRM. Supports market coverage by routing high-potential prospects to the right sales owner and keeping contact data current.
Overview
2
2
Languages
14
14
years of professional experience
Work History
Associate, Sales Development (ANZ Market)
Hewlett-Packard by Concentrix
Kuala Lumpur
04.2025 - Current
- Engage customers via inbound calls, live chat, and email to assess needs and recommend HP notebooks, printers, and services.
- Utilize consultative selling techniques—discovery questioning, feature-benefit presentations, and objection handling—to cross-sell and upsell complementary HP offerings.
- Provide comparative and competitive product information to educate customers, reinforce the HP brand, and inspire informed buying decisions.
- Process product orders and financial transactions, including credit card payments and financing applications, ensuring data accuracy and policy compliance.
- Assist customers with web-based interactions, report site errors to HP IT teams in a timely manner, and update customer profiles and interaction histories in the CRM.
- Qualify and capture leads, passing high-potential prospects to the appropriate HP sales managers or third-party partners.
- Coordinate order-related assistance, collaborating with HP field engineers to schedule onsite repairs, replacements, and warranty services.
- Subscribe customers to HP’s direct-marketing channels (email newsletters, promotions) to drive retention and repeat business.
- Demonstrate proficiency in MS Office and strong aptitude for consumer technology to troubleshoot basic technical inquiries.
- Maintain professional telephone time management and excellent English communication skills, achieving a 95%+ customer satisfaction rating.
Inside Sales Account Manager III (Medium Business Segment)
Dell Technologies
Penang
06.2018 - 09.2024
- Assist customers and partners in developing business solutions using Dell’s products and services.
- Manage several large accounts in various industries.
- Continuously improve approaches and methods
- Ensuring that KPIs (quotes, sales conversion rate, sales target achievement, revenue growth, outbound calls, margins, and pipelines) are met on a weekly or quarterly basis.
- Responsible for selling Dell products and services (via telephone, web, or email) to specified customer segments and ensuring a positive customer experience.
- Build and update pipelines and customer data through Salesforce.com (SFDC).
- Use in-depth knowledge of company technology, products, and services to become a trusted business advisor for customers and partners.
- Analyze customers' buying power and historical purchases from the data (extracted from SalesWorks) to strategize how to sell/pitch to them.
- Collaborating with cross-functional teams, including the supply team to drive effective supply chain operations, and the finance team to ensure competitive pricing that aligns with customer needs.
- Lead end-to-end customer and partner relationship management with various customers, overseeing product roadmaps and updates, and helping to resolve customer issues to ensure timely delivery.
Client Technical Support Sr. Specialist
Dell Technologies
Penang
04.2016 - 05.2018
- Responds to customer technical problems/issues related to hardware, software, and networking via e-mail/chat, online, social media and phone.
- Assists customers by diagnosing problems and providing resolutions for technical service or care issues.
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contracts.
- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
- Identifies, researches, and provides input on unique or recurring customer problems.
- Responds to customer technical problems/issues related to hardware, software, and networking via e-mail/chat, online, social media and phone.
- Remains knowledgeable of Dell’s product line, current industry products and technologies.
- Focuses on delivering a positive customer experience according to Dell standards.
- Reviews and distributes pertinent cross-functional information.
- Monitors and tracks issues to ensure accurate resolution.
- Escalates more complex customer technical issues to senior level support.
Technical Solutions Representative
Hewlett Packard Enterprise
Taguig City
07.2015 - 04.2016
- Logs and monitors incident and service request.
- Followed email templates and troubleshooting manual.
- Ensure that all communication with clients is documented.
- Remotely access to user’s desktop/laptop for the troubleshooting.
- Escalate ticket to the correct group/queue.
- Unlock user’s account through MS active directory.
- Reset user’s password through MS active directory.
- Create user’s accounts in active directory.
- Activate user’s email and Microsoft Lync access.
- Daily update of existing cases/tickets.
Service Desk Advisor (Level 2)
Phil-Data Business Systems, Inc.
Makati City
09.2012 - 06.2015
- Logs and monitors service requests / incident reports to Customer Relationship Management (ticketing system) until resolution.
- Checked warranty entitlement and unit information on HP / DELL website.
- Provide initial troubleshooting procedures to the client/customer through phone/email.
- Provide regular updates to end users with regards to the service request created.
- Coordinates with the onsite dispatch team for the field support requirement.
- Collate all reports provided by certified engineers for the day. And updating of open cases daily.
- Process RMA requests with HP, DELL, and other local vendors.
- Checking ETA of replacement parts from vendors (HP, DELL).
- Coordination with RMA team in releasing the warranty replacement parts from vendors.
- Coordination with third-party service partners for provincial clients.
- Respond to client’s queries through voice calls or e-mails.
- Handles nationwide deployment of HP laptop and desktop for Coca-Cola (project).
- Attends client meeting.
- Handles regional server deployment for BSP (project).
- Coordination with accounting for the creation of quotations requested by end users.
- Call HP global for ticket logging of elevated incident.
- Tracks and monitors status of daily activities scheduled to field engineers.
Assistant RMA Coordinator
Phil-Data Business Systems, Inc.
Makati City
07.2012 - 08.2012
- Requesting warranty replacement parts to vendors (HP & DELL) Processing of required documents in releasing of the purchased parts for installation.
- Validating the physical condition of the returned defective part from end user before returning to vendors.
- Ensure that inventory stocks are always replenished.
- Ensure that the database records are updated on daily basis.
- Track records of all service units loaned to end users.
- Check ETA of purchased items from suppliers.
- Coordination with various couriers on the delivery and pull out of the items in provincial areas.
Education
Bachelor of Science - Information Technology
University of Perpetual Help System
01-2012
Skills
Consultative selling
Lead qualification
Pipeline management
Objection handling
Account management
Quota attainment
Sales forecasting
Revenue growth analysis
CRM management
Customer relationship management
Cross-sell & upsell
Order processing
Stakeholder communication
Customer success planning
Business solution selling
Salesforcecom (SFDC)
Sales reporting
Channel partner coordination
Competitive positioning
Personal achievement
- Inspire recognition for quota achiever.
- Designated Dell Client Peripheral new products reviewer
- Completed Dell Technologies’ Releasing Your Potential program (RYP); Mettacool Training
Additional Info
- Willing to Travel : Yes
- Possess Own Transport : Yes
- Willing to Relocate : Yes
- Preferred Contact Method : Email, Phone Call, SMS, and WhatsApp
- Availability : 2 months
Timeline
Associate, Sales Development (ANZ Market)
Hewlett-Packard by Concentrix
04.2025 - Current
Inside Sales Account Manager III (Medium Business Segment)
Dell Technologies
06.2018 - 09.2024
Client Technical Support Sr. Specialist
Dell Technologies
04.2016 - 05.2018
Technical Solutions Representative
Hewlett Packard Enterprise
07.2015 - 04.2016
Service Desk Advisor (Level 2)
Phil-Data Business Systems, Inc.
09.2012 - 06.2015
Assistant RMA Coordinator
Phil-Data Business Systems, Inc.
07.2012 - 08.2012
Bachelor of Science - Information Technology
University of Perpetual Help System